CSR Fundamentals
DealerFocus Call Quality Audit Form
Call Information
Agent Name *
Call Date *
Customer Name
Customer Phone #
Dealership Name
Call Disposition
1 — Call Flow Procedure
20 pts
10 pts
1. Agent used proper branding — announced the dealership name?
Yes — Full Points
No — 0 Points
10 pts
2. Agent introduced themselves by name?
Yes — Full Points
No — 0 Points
2 — Body of the Call
24 pts
8 pts
3. Agent asked the customer the reason for the transfer?
Yes — Full Points
No — 0 Points
8 pts
4. Agent asked for the customer's name to address them properly?
Yes — Full Points
No — 0 Points
8 pts
5. Agent introduced the customer to Service/Parts before transferring?
Yes — Full Points
No — 0 Points
3 — System Process Accuracy
21 pts
8 pts
6. Warm transfer: agent used proper protocol? Hold 3 rings — wait for someone to answer before releasing
Yes — Full Points
No — 0 Points
5 pts
7. Input correct data in software? First and last name + phone number entered accurately
Yes — Full Points
No — 0 Points
8 pts
8. Correct call disposition selected in the system?
Yes — Full Points
No — 0 Points
4 — Call Management Skills
35 pts
5 pts
9. Hold Procedure — Set expectation before placing on hold; explained reason for silence
Yes
No
N/A
5 pts
10. Communication & Delivery — Enunciates clearly; avoids jargon; speaks with fluidity
Yes
Partial
No
5 pts
11. Empathy — Acknowledged customer's emotion appropriately
Yes
Partial
No
5 pts
12. Active Listening — Avoided repetition; showed attention to detail
Yes
Partial
No
5 pts
13. Tone of Voice — Sounded accommodating and willing to help
Yes
Partial
No
5 pts
14. Efficiency — Was concise in delivering resolution to customer's concern
Yes
Partial
No
5 pts
15. Confidence — Sounded certain and accurate; assured the customer
Yes
Partial
No
5 — Zero Tolerance Behavior
Auto Fail / PIP
16. Rudeness — Used profanity or condescending statement; condescending tone; consistently interrupted customer
Not observed
AUTO FAIL
17. Service Fail — Booked when policy says Do Not Book (or vice versa); incorrect appt date/time; failure to confirm transportation option; or no appointment scheduled
Not observed
AUTO FAIL
18. Call Avoidance — Disconnecting calls intentionally
Not observed
AUTO FAIL
Reason for Call
Agent Work-On (Coaching Notes)
Overall Score
0
/ 100
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